Job Description

Job Summary

This role provides expert leadership in managing operational support for complex or large-scale Cisco collaboration environments. The individual ensures that operational processes for on-premise Cisco voice and collaboration networks are optimized, client expectations are consistently met, and teams are empowered through effective guidance and process innovation. They drive continuous improvement and uphold service excellence to align with organizational objectives.

Key Responsibilities

1. Oversee complex voice network operations using Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, and Cisco IM & Presence, ensuring high availability and performance.
2. Drive continuous improvement initiatives in Cisco collaboration platforms by identifying operational inefficiencies and implementing automation or process optimization using relevant Cisco tools.
3. Lead incident, problem, and change management activities in alignment with ITIL practices for on-premise Cisco voice systems, ensuring SLA adherence and rapid resolution of critical issues.
4. Mentor and guide the support team in troubleshooting advanced issues using Cisco Prime Collaboration, RTMT, and packet analysis tools, fostering a high-performance culture.
5. Collaborate with clients to understand voice and collaboration requirements, translating business needs into actionable solutions within Cisco environments.
6. Develop and maintain comprehensive documentation for Cisco voice infrastructure, including call routing, dial plans, and security configurations, ensuring knowledge transfer and operational transparency.
7. Proactively introduce innovative solutions and process enhancements, leveraging Cisco best practices to advance operational maturity and client satisfaction.

Skill Requirements

1. Excellent Knowledge Of Network Voice Protocols (Sip, H.323, Mgcp) And Troubleshooting Methodologies.
2. Advanced Proficiency In Cisco Prime Collaboration, Rtmt, And Wireshark For Monitoring And Diagnostics.
3. Strong Understanding Of Itil Processes For Incident, Problem, And Change Management In Voice Operations.
4. Excellent Communication Skills For Client Interaction, Technical Documentation, And Team Leadership.
5. Advanced ProblemSolving Skills And The Ability To Drive Process Innovation In LargeScale Enterprise Environments.

Other Requirements

1. Cisco Certified Network Professional Collaboration (CCNP Collaboration) certification is highly recommended.
2. ITIL Foundation certification is optional but valuable